Senior Manager, Process Excellence and Customer Lifecycle

MIKE PARISH

**** ******** ******, ******, ***** *5287

Cell: 469-***-**** - ***********@*****.***

PROFESSIONAL SUMMARY

I am an accomplished analytical leader with expertise in Customer Experience, customer life-cycle management, strategic planning, multi-channel service delivery, digital service strategy, technology development, project portfolio management, contact center operations, and change management. Proven results-oriented, decisive leader with proven success in problem solving, customer retention, process improvement, and increased efficiency. Propensity to thrive in dynamic and changing environments while remaining focused.

SKILLS

Cost reduction strategies

Creative and innovative

ROI analysis

Process improvement

Customer retention

Strategic objective execution

Operations management

Customer Experience

Six Sigma Black Belt

Advanced understanding of Workfront

and Pardot

Agile methodologies

Lifecycle Management

Research and analysis

Project management

Product development

Leadership/communication skills

WORK HISTORY

02/2015 to Current Senior Manager, Process Excellence & Customer Lifecycle MONI Smart Security – Farmers Branch, TX

Responsible for the development, implementation and execution of the company's Customer Experience strategy and Customer Lifecycle management. Direct, build, deploy and monitor business process solutions via lean and six sigma and Agile methodologies, before delivery to internal customers. In our first year, increased annual revenue by over 1MM by recommending improvements in efficiency.

Increased FCR (First Call Resolution) by 20% for the call center, via system communication-based cue-to-message system for common system problems. Report to CCO.

08/2014 to 02/2015 Quality Supervisor, CCC

PFSweb, Inc – Dallas, TX

Defined strategy and business plan for Quality Assurance for all clients. These agents perform ecommerce customer service essentials, including sales, for a multitude of top luxury brands across a several forms of communication. Developed methods to establish and clarify customer objectives. Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.

Cultivated trust between PSFWeb and customers via Client experience-driven QA programs.

Recommended operational improvements based on tracking and analysis. 03/2012 to 07/2014 Manager, DSCR Quality Assurance Unit WINGSPAN PORTFOLIO ADVISORS – Dallas, TX

Defined strategy and business plan for DSCR Quality Unit to eliminate procedural errors and regulatory fines in production model .

Directed engagement-based calibrations, which boosted our overall monthly quality score by more than 12 %.

Directed quality assurance efforts to maximize production of case flow and minimize quality of less than 90% .

Requires a blend of interpersonal and analytical skills in order to perform job functions, and to be able to relay all information to all levels of employee - agent to C-level.

Consistent partnership with any clients to assist in improving, implementing and creating their policy and procedure.

EDUCATION

Mar. 2017 Lean Six Sigma Black Belt:

2018 Bachelor's Degree: Communications & Rhetoric

University of North Texas -

Communications & Rhetoric

2007 Associate of Arts:

Brookhaven College - Farmers Branch, TX

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